Totango

MAY 15, 2019

Culture is defined by actions. It is a tangible presence customers can see and feel in the way you engage them, respond to them, and present the product. Creating the right culture within your enterprise is, therefore, a matter of giving employees the right customer success tools and establishing best practices for using them. In today’s digitized, subscription-based environment, these best practices are based on finding out all you can about your customers and then using that data to create a c

Customer Centricity 90

Customer Centricity Culture ROI Metrics 90

Ecrion

MAY 17, 2019

The floodgates have opened for industry disruption. Changing the customer experience, the applications of AI are thrusting us into the future of cx and beyond. It sounds like something from the Jetsons, but artificial intelligence is here to stay. Robotics and machine learning are driving new innovations across almost every industry, from mechanics to manufacturing.

Self Service 64

Self Service Customer Experience Customer Journeys e-support 64

Horizon CX

MAY 14, 2019

Many organizations have struggled with moving from product-centric to customer-centric over the years. Some have achieved this transformation, some have not. Of course, this transformation is just the beginning, as improving the customer experience will always be a journey and not a destination. However, for those well along the path toward being customer-centric, the results have been clearly positive.

Effort Score 100

Effort Score Guidelines Customer Centricity Infographics 100

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company. 67% of customers are willing to pay more for better customer experience and the best way to improve is to listen to your customers.

Feedback 302

Feedback Social Media Voice of Customer Net Promoter Score 302

Speaker: Becky Parisotto

Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever

Retail

IntouchInsight

MAY 16, 2019

CX thought leader, Colin Shaw, shares research into how the subconscious plays an important role in the customer experience.

Customer Experience 263

Customer Experience Customers 263

Steve DiGioia

MAY 13, 2019

I watched her smile at everyone who passed her. Her gaze fell naturally on each person and she took the time to acknowledge the children. Waves, “high-fives” and plenty of thank-yous always seem to be around her. No wonder why the customers love her. How does she do it? Good question? Is her friendly demeanor something she’s learned or was taught, or is she just “naturally friendly”?

Industry 232

Industry Customer Service Training Course 232

GetFeedback

MAY 13, 2019

The big event your team spent months planning for has finally come to a close, and it was a success. At least, you’re pretty sure it was. The only way to know for sure how well your event went is by sending out post-event surveys to attendees. Post-event surveys are a foolproof way to get direct, honest feedback about how you can improve your event for next time with valuable insights.

Survey 268

Survey Social Media Tips Feedback 268

Kristina Evey

MAY 14, 2019

Episode 51 Shownotes… On this episode, we are joined by Annette Franz. Annette Franz is the founder and CEO of … Read More Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX. The post Episode 51 – CX Expert Annette Franz Shares Her Insights on Journey Mapping and Success with CX appeared first on Kristina Evey.

Customer Journeys 227

Customer Journeys Employee Experience Leadership 227

Vonage

MAY 13, 2019

You know it’s Salesforce World Tour when a legion of exuberant mavens native to AI, omni-channel and the IoT pack the Jacob K. Javits Convention Center in Midtown Manhattan to inspire and innovate. And just like in December of 2019, we brought together a group of thought leaders to exchange ideas over a breakfast about customer service in the context of inherently connected and demanding customers.

Omni-Channel 210

Omni-Channel Policies Employee Engagement Communication 210

Speaker: Carolyn Clark and Miriam Connaughton

The future of HR is here, and it's all about collaboration, innovation, and impact. Join us for a forward-thinking session where seasoned experts Miriam and Carolyn will share insights and practical strategies to help you stay ahead of evolving HR trends. Discover how to build strong partnerships with internal teams to craft a transparent, authentic, and connected workforce experience.

Employee Experience

Experience Matters

MAY 13, 2019

Last week I attended SAP’s SAPPHIRE and CX Live events in Orlando. It was great to see 35,000 or so of my new friends. As you might expect, Experience Management (“XM”) was a dominant theme. Just about every SAP or Qualtrics keynote speech discussed XM, and it was a topic at many of the concurrent sessions. I really enjoyed seeing the XM message come to life in so many different ways.

Data 205

Data Management Customer Experience Customers 205

GetFeedback

MAY 17, 2019

Survey emails are one of the best ways to get customer information straight from the source. But times are changing, and getting your customer’s attention over email is difficult. 20 years ago, when the world was just discovering the email , there wasn’t a whole lot more to do than simply sending your email. These days, we get bombarded with so many messages it’s hard to keep up with everything or know what’s worth looking at in the first place.

Survey 186

Survey How To Tips Measurement 186

Kristina Evey

MAY 15, 2019

Working with many business leaders over the years, I’ve seen many well-intended strategies, processes, and nuances built into the operations … Read More Your Customer’s Priorities Drive the Customer Experience. The post Your Customer’s Priorities Drive the Customer Experience appeared first on Kristina Evey.

Customer Experience 214

Customer Experience Customers Strategy Customer Retention 214

Customer Bliss

MAY 15, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother?

Case Study 164

Case Study Chief Customer Officer Video Course 164

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

Report

CX Journey

MAY 15, 2019

Image courtesy of Pixabay How do leaders drive (lasting) change? Last week, I enjoyed spending a few days in Vegas, speaking and networking at Fiserv's annual client Forum. The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv's CEO Jeff Yabuki about sports, of course, as well as about leadership and business. One of the stories that Troy shared resonated with me because it's exactly the kind of thing that I talk about when it comes to driving lasting change:

Sports 150

Sports Leadership Customer Centricity Culture 150

GetFeedback

MAY 17, 2019

Survey emails are one of the best ways to get customer information straight from the source.

Survey 150

Survey How To Customers 150

InMoment XI

MAY 15, 2019

There has been a struggle for companies to connect the dots between employee engagement and customer experience. The bottom line is that employees are the driving force of business success, and their insights improve not only the customer’s journey, but the overall employee experience as well. Hear from Jason Macedonia, MaritzCX Senior Director of Employee.

Customer Experience 150

Customer Experience Employee Engagement Employee Experience Connections 150

NICE inContact

MAY 17, 2019

Customer Experience (CX) is the new mantra for growing topline. Every company wants to build personalized and differentiated experiences that win new customers and build a loyal customer base. While there is a compelling business case to invest in CX, companies still struggle to start and succeed. A lot of it is because CX is not a one-and-done metric that you can hit and forget.

Effort Score 149

Effort Score Metrics Measurement Leadership 149

Speaker: Duke Heninger, Partner and Fractional CFO at Ampleo & Creator of CFO System

Are you ready to elevate your accounting processes for 2025? 🚀 Join us for an exclusive webinar led by Duke Heninger, a seasoned fractional CFO and CPA passionate about transforming back-office operations for finance teams. This session will cover critical best practices and process improvements tailored specifically for accounting professionals.

Data

Comm100

MAY 13, 2019

Most people who have used live chat as a customer know its?biggest?advantages: it’s?quick, convenient, and fits your need for instant communication when you can’t (or don’t want to) pick up the phone. Nowadays, customers expect to be able to choose how they contact your business, in ways which are convenient for them. Imagine if your bank only provided information over the phone – it would be?

Effort Score 143

Effort Score Omni-Channel CRM Video 143

GetFeedback

MAY 13, 2019

How to create and distribute post-even surveys that'll help you measure the success of your event and learn how to improve future events.

Survey 150

Survey Measurement How To 150

Kristina Evey

MAY 14, 2019

? Episode 50 – The sale is just the beginning My son is entering business college and he is a … Read More Episode 50 – The Real Benefit of CX is AFTER the Sale. The post Episode 50 – The Real Benefit of CX is AFTER the Sale appeared first on Kristina Evey.

Sales 136

Sales Customer Experience Management Marketing Management 136

NICE inContact

MAY 17, 2019

Customer Experience (CX) is the new mantra for growing topline. In part 1 of the blog we looked at the economic value of CX and how contact centers can play a pivotal role in the transformation journey. In part 2 of the blog, we looked at some of the basics when it comes driving organization-wide CX transformation. Now, we will look at some of the parameters that are critical in assessing your CX compared to peers.

Contact Center 136

Contact Center Metrics Measurement Culture 136

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Customer Bliss

MAY 17, 2019

“I was really looking to achieve an experience that was elegant. I’m a big believer in that,” said Eleanor O’Neil, regarding her decision to create a customer success forecasting system. Eleanor is the Chief Customer Experience Officer at Workshare , a B2B company that manages document productivity and security software for legal firms.

System 131

System Customer Success How To Customer Voice 131

GetFeedback

MAY 13, 2019

Learn how to gather Voice of the Customer (VoC) feedback, take action and how to prove the value of this program to your company.

Feedback 150

Feedback Customers Company How To 150

ShepHyken

MAY 15, 2019

It’s never fun to share bad news with a customer. Many people are scared to be the bearer of bad news. There are plenty of examples of bad news – an order didn’t ship, something was damaged, a deadline is not going to be met, etc. It doesn’t really matter what the bad news is; the key to managing the customer experience is how you deliver the bad news.

Customer Service Training 121

Customer Service Training Customer Service Training Customer Focused 121

NICE inContact

MAY 16, 2019

When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score®, which has been adopted widely as an indication of whether a company is successfully delivering the experience its customers want and need.

Net Promoter Score 136

Net Promoter Score Contact Center Social Media Chatbots 136

Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

Trends

UJET

MAY 14, 2019

Interactive voice response ( IVR ) is a phone system that uses the phone keypad or voice recognition to direct customers through a company’s customer support system. Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.

Self Service 113

Self Service Customer Experience Financial System 113

Survicate

MAY 14, 2019

You should never ignore the importance of customer satisfaction. There are dozens of factors contributing to the success (or failure) of a business, customer satisfaction is one of them. It’s important to track this factor and work on improving it in order to make your customers more loyal and eventually turn them into brand ambassadors. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products.

Customer Satisfaction 110

Customer Satisfaction Social Media Case Study Customers 110

ShepHyken

MAY 17, 2019

This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. They are the major reason why you are in business. Data from NewVoice Research revealed that 53% of customers switched brands because they felt unappreciated.

CRM 118

CRM Comparison Report Loyalty 118